AccountId: 011433970860
ContactId: 01aad146-3bee-43da-aa17-eafcd74720b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257350 ms
Total Talk Time (AGENT): 76874 ms
Total Talk Time (CUSTOMER): 90659 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/01aad146-3bee-43da-aa17-eafcd74720b9_20250604T21:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am calling with the provider's office and I was hoping to check uh benefits and eligibility for a patient.
[AGENT][POSITIVE] Sure, I can help you with benefits and eligibility. Can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's, uh, my name's [PII] and the phone number is [PII].
[AGENT][NEUTRAL] And [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] I do. The policy is 02506284.
[AGENT][NEUTRAL] Give me just one moment while I look that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] It is [PII] born [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, I'm showing that this patient is active with an effective date of [PII], and this is a Medlink policy, so it is secondary gap insurance.
[CUSTOMER][POSITIVE] Perfect and on the.
[CUSTOMER][NEUTRAL] Maximum amount that it pays, I think it's 7500 are there any accumulations on there?
[AGENT][NEUTRAL] Are you wanting to know if they've used any to date?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] I'm not showing any benefits being used to date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I do you have any claims showing for him?
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] Do you have a date of service?
[CUSTOMER][NEUTRAL] I do, um, this state of service is [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Alright, let me check.
[CUSTOMER][NEUTRAL] The total bill on that is 300 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said [PII], correct?
[CUSTOMER][NEUTRAL] That's correct of [PII].
[AGENT][NEUTRAL] Yes, I'm not seeing a claim for that date of service.
[CUSTOMER][NEUTRAL] OK, just to confirm your mailing address for claims, is it the it's [PII] or American Public Life [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So I believe we mailed.
[AGENT][NEUTRAL] And you can also
[AGENT][NEUTRAL] Oh I was gonna say you can also fax it to us if that would be easier.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Let me make a note of that then let me and I'll grab that fax number for you, um.
[CUSTOMER][NEUTRAL] What is the fax number?
[AGENT][NEUTRAL] OK, it'll be attention claims department, fax number [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][NEUTRAL] Perfect and then attention claim.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect awesome well thank you so much for your time.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that isn't
[AGENT][POSITIVE] Right, well, thank you so much for calling APL [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Alright bye.